Product Support Engineer III - SDWAN

As a Product Support Engineer III, your role will involve providing world-class post-sales technical support to internal Level I & Level II Support Engineers, along with offering direct support to customers and partners on escalated issues as part of an escalation team. You will be based in Bangalore and report to the Sr. Manager, Customer Support. Here are the key responsibilities expected from you: - Engage with customers on escalated support issues or critical customer situations - Participate in a 24x7 Support Operation and 24x7 on-call rotation - Interface with Engineering to assist the customer with testing or troubleshooting - Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams - Create entries in the technical support online database to accurately document incident resolution not found in the knowledge base - Understand the product direction, customer use-cases, and provide input on product and code changes through all points of the product cycle In terms of qualifications, the following are the minimum requirements for this role: - 5+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products - Practical knowledge of networking and security products, as well as enterprise network infrastructure - Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR - Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN - Working knowledge and hands-on experience with Ubuntu and Python Additionally, to stand out, the preferred qualifications include: - Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms - Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments Please note that this job posting has been aggregated from an external source, and role details, content, and availability are subject to change. It is advisable to confirm the latest information directly on the company website before applying. As a Product Support Engineer III, your role will involve providing world-class post-sales technical support to internal Level I & Level II Support Engineers, along with offering direct support to customers and partners on escalated issues as part of an escalation team. You will be based in Bangalore and report to the Sr. Manager, Customer Support. Here are the key responsibilities expected from you: - Engage with customers on escalated support issues or critical customer situations - Participate in a 24x7 Support Operation and 24x7 on-call rotation - Interface with Engineering to assist the customer with testing or troubleshooting - Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams - Create entries in the technical support online database to accurately document incident resolution not found in the knowledge base - Understand the product direction, customer use-cases, and provide input on product and code changes through all points of the product cycle In terms of qualifications, the following are the minimum requirements for this role: - 5+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products - Practical knowledge of networking and security products, as well as enterprise network infrastructure - Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR - Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, and VDN - Working knowledge and hands-on experience with Ubuntu and Python Additionally, to stand out, the preferred qualifications include: - Demonstrated experience with Zscaler products (ZIA, ZPA, ZDX) or similar cloud security platforms - Proficiency in scripting for automation, efficient troubleshooting, and reproducing complex customer environments Please note that this job posting has been aggregated from an external source, and role details, content, and availability are subject to change. It is advisable to confirm the latest information directly on the company website before applying.